Customer Experience is at a tipping point. Despite increasing investment in tools and technologies, executives still struggle to demonstrate the impact to the bottom line—and perhaps more importantly, the value these bring to customers. But tools and technologies aren’t enough. To create value for customers, we must focus on the ability for organizations to drive actionable change across the enterprise – transforming the design and delivery of experiences.

1. The Reciprocal Nature of ROI: Maximizing Value for the Customer
Sarah Tarraf David Robbins
Co-presented by: Co-presented by:
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Going Digital at the Speed of Business

2. A Neopost digital company, the Quadient portfolio of technology enables
organizations to create better experiences for their customers through
timely, personalized, optimized, and highly individualized communications
for all channels. Quadient's solutions bring together and activate the entire
organization in the name of customer experience, through better
collaboration and visibility into the customer journey.

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interact with the presenters
https://www.customerexperienceupdate.com/webinar-series/going-digital-at-the-speed-of-business/
https://www.customercontactcentral.com/webinar-series/going-digital-at-the-speed-of-business/

4. About Sarah Tarraf
Sarah has worked in research and analytics for over a decade, in both a market research and academic capacity. Since
joining Gongos in 2010, Sarah has led the Analytics & Marketing Sciences group, while acting as Statistical Analyst and
Statistical Consultant to clients. She currently leads the company’s Customer Experience practice, devising functional
strategies that link to the entire ecosystem of customer insights. Sarah is particularly interested in leveraging methodologies
at the intersection of technology and analytics to harmonize the ‘what’ is happening on the ground with the ‘why’ it is
impacting experience.
Sarah has both presented and conducted hands-on workshops at conferences such as ART Forum, ESOMAR, CMO Summit
and CCO USA. She has a B.A. in Economics from Michigan State University and a Master’s in Public Administration from
Wayne State University.
About David Robbins
Through a self-professed mission to support companies on their journey toward enhancing customer centricity, David’s 18-year
career sits squarely at the intersection of research innovation and customer experience transformation. Through the development
of customer equity models and methodologies that also support marketing, brand management, and operations management
decisions, David’s experience spans both BtoC and BtoB organizations across a broad range of industry sectors.
Formerly Global Director, Customer Experience with GfK, David was instrumental in the company’s expertise across customer
experience measurement and application, operational and digital efficiency along the customer journey and marketing effectiveness.
David holds a B.A. in Psychology from Oakland University and M.S. in Developmental Studies from Purdue University.
Going Digital at the Speed of Business

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12. CX

13. CX

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28. Q&A
David Robbins
With: With:
Director, Customer Experience
Gongos, Inc.
Linkedin page: /in/sarahtarraf/
Company Twitter ID: @_gongos
Email: starraf@gongos.com
Website: gongos.com
Sarah Tarraf
Account Strategist
Gongos, Inc.
Linkedin page: /in/davidwrobbins/
Company Twitter ID: @_gongos
Email: drobbins@gongos.com
Website: gongos.com
https://www.customerexperienceupdate.com/webinar-series/going-digital-at-the-speed-of-business/
https://www.customercontactcentral.com/webinar-series/going-digital-at-the-speed-of-business/